Total Commitment to the Customer: The Only Way to Succeed in the Supercompetitive 1990s
In The Only Thing That Matters Karl Albrecht challenges American business to a commitment that will transform it to its very core. Albrecht's plan goes beyond lip service and simple cosmetic approaches to show the way to a radical bottom-up, top-down, total company commitment to the customer. His blueprint for success encompasses and explains the five critical challenges facing every business:
Finding the "Invisible Truth" about your customer
Creating new, long-term rules for the Game
Winning the hearts, minds, and hands of your people
Making all systems, policies, and procedures customer-friendly
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